Customer Experience

Webinar explores how COVID-19 drives the growth of frictionless transactions

July 27, 2020

While self-service kiosks have become widely accepted across generations and countries. COVID-19 has recently accelerated the development of frictionless shopping.

Two experts on kiosk technology from Zebra Technologies, Jelle Baudouin, sales director, OEM EMEA and Mark Thomson, director of retail and hospitality solutions, EMEA, shared their insights on how kiosk technology is advancing during a webinar, "Emerging self-service kiosk and POS opportunities for OEMs post COVID-19."

Elliot Maras, editor of Kiosk Marketplace, moderated the webinar.

A study launched at the end of March revealed the full impact of the pandemic on customers' shopping behavior. One third of the interviewees shared a concern about not being protected enough during their customer journey while 50% said retailers weren't doing enough to protect employees.

The real shift, however, has been online. Shopping is less frequent, distanced, more planned and even in grocery stores, shopping basket size (spend per trip) is higher. Customers have rapidly adopted self service options such as self checkouts or "scan and go" devices.

COVID-19 is also driving the move to voice activated transactions, eye tracking, gesture recognition and airtouch activated transactions, all of which allow customers to avoid physical contact with the screen. These new types of interaction also deliver new data insights by using prescriptive analytics software. Globally contactless adoption will increase between 6% and 8% compared to pre-COVID-19.

To listen to the webinar, click here.

Image courtesy of Zebra Technologies Inc.

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